Cancellations and refunds

This policy explains what happens when a lesson is cancelled and how refunds work. It forms part of our terms and conditions. Nothing in it affects your statutory rights.

#1. In short

• You cancel in good time: you get everything back.
• You cancel late, or don't turn up: the lesson is charged.
• We cancel, or can't find an instructor: you get everything back.

"Everything back" means card payments refunded to your card, lesson credit returned to your account, and any amount charged to your account removed.

#2. The notice period

To cancel without charge, you need to cancel before the cancellation notice period begins. The notice period is set by us and is shown in the app when you book, and on each lesson. It's counted back from the lesson's start time. For example, with a notice period of 24 hours, a lesson at 10am on Friday must be cancelled before 10am on Thursday.

The notice period that applies to a lesson is the one shown when you booked it.

#3. When you cancel a lesson

3.1 Before your instructor is confirmed. If you cancel a lesson that is still waiting for an instructor, you get everything back, whenever you cancel.

3.2 A confirmed lesson, cancelled before the notice period. You get everything back.

3.3 A confirmed lesson, cancelled inside the notice period. The lesson is charged, and you don't get a refund. This is because your instructor has kept the time free for you and usually can't fill it at short notice.

3.4 If you don't turn up, or your lesson can't go ahead for one of the reasons in clause 7 of our terms (for example, you don't have your licence with you, or you're unfit to drive), the lesson is treated as cancelled inside the notice period.

3.5 Exceptional circumstances. If you have to cancel late because of something serious and outside your control, such as an accident, a serious illness or a bereavement, please contact us. We'll consider each case fairly and may waive the charge.

#4. When we cancel a lesson

4.1 If we cancel a lesson for any reason, or we can't find an instructor to teach it, you get everything back. Lessons that still don't have an instructor shortly before they're due to start are cancelled automatically and refunded in full.

4.2 If your instructor can't make a confirmed lesson, we'll try to find another instructor. If we can't, we'll cancel the lesson and you get everything back. You can then rebook.

4.3 If weather or road conditions make a lesson unsafe, your instructor may postpone it. You can rebook at no extra cost, or ask for everything back.

#5. If a payment isn't made in time

If a payment for a lesson isn't made by the deadline shown in the app, we may cancel the lesson. If that happens before the notice period, you get back anything you've already paid for it. If it happens inside the notice period, the cancellation is treated as a late cancellation by you, and amounts already paid for that lesson (such as a deposit) aren't refunded.

#6. Your legal right to cancel within 14 days

6.1 Because you book online, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a contract within 14 days of making it, without giving a reason.

6.2 Lesson packages. You can cancel a package within 14 days of buying it. If you haven't used any of the hours, you get a full refund. If you've used some hours, we'll refund the price you paid minus a proportionate amount for the hours you've used, based on the price you paid per hour.

6.3 Individual lessons. If you book a lesson to take place within the 14-day cancellation period, you're asking us to start providing the service during that period. If you cancel a lesson that hasn't started, under this policy you'll get everything back as long as you cancel before the notice period. If the law gives you a right to a refund that is more generous than this policy in your particular case, you can rely on it: just contact us and we'll apply it.

6.4 To cancel under your legal right, you can cancel the lesson in the app, or tell us clearly using our contact page, within the 14 days.

#7. Unused lesson credit

After the 14-day period has ended, you can still ask for a refund of unused hours you bought in a package. We'll refund unused hours at the price you paid per hour. We may decline a refund only where the law allows us to, for example where credit was given free as a goodwill gesture or promotion, which can't be exchanged for cash.

#8. How refunds are paid

• Card payments are refunded to the card you paid with. Refunds usually reach your account within 5 to 10 working days, depending on your bank.
• Lesson credit is returned to your account balance straight away.
• Payments made another way (for example by bank transfer) are refunded to you by the same method where possible, or as credit on your account if you prefer.
• Charges on your account for unpaid lessons are removed.

We'll make any refund within 14 days of agreeing that it's due.

#9. Questions or problems

If you think we've got a cancellation or refund wrong, please contact us. If you're still unhappy, see our complaints policy.